Entry 994, on 2009-04-22 at 20:44:31 (Rating 3, Computers)
I am generally fairly positive about Apple and its products and services, especially compared with other technology companies like Microsoft. But even Apple stuffs things up some times. Recently I had an experience with Apple that's similar to some I have had with other companies. I've ranted about HP's and Vodafone's horrible service in the past so, to avoid being accused of being an Apple fan boy, its only fair I should criticise Apple as well. And just as an added bonus I'll throw in a criticism of Adobe in the same blog entry!
So what was this negative experience I had with Apple? Well if you want to extend the warranty on your Mac to three years (why can't a premium product like a Mac have a three year warranty without buying an extension?) you have to buy it and register on the Internet. This process has always been awkward because you have to jump through too many hoops and the wording is confusing and it usually takes several tries to enter the numbers they actually want.
The latest time I tried this it didn't work even when I got all the numbers right (three attempts) so I called the local dealer who had just installed one of those annoying "press 1 if you want..." systems. The person I transferred to wasn't there but I was then transferred to someone in Auckland who transferred me to someone else who said he could do nothing and to call the Apple free help line.
Imagine my horror when this turned out to be an Indian help center! Now I don't want to say that anything based in India is useless. In my experience almost all help desks are useless, no matter where they are based. The experience on this occasion was particularly frustrating though. After about 30 minutes, half of it on hold listening to horrible music, I still didn't know if the registration was completed.
So Apple messed things up totally, but there is one big difference between them and the other incompetent companies I deal with: Apple make great products! Having to put up with the silly modern business practices like Indian help desks is worth it because Macs are beautiful. Imagine having to go through that sort of process to register something ugly like Windows!
And what about Adobe? The most annoying thing about them is the silly multiple versions of Creative Suite. Web Standard, Design Premium, etc, etc. What does it all mean? When you go to their site to order CS4 there is a list of the versions and they are links. When you click the link you don't get any further information about what that version actually includes. Why not? Its as bad as all the ridiculous versions of Vista. Why would Adobe copy one of Microsoft's most incompetent marketing tricks? I sure don't know!
From the title you might think I feel a but betrayed by Apple but that's not really true. I do love Apple products but I know they are a private company, and probably have just as many clueless managers as many others, so I shouldn't have too high expectations!
But wait, there's more! I just saw an ad on TV about a new network called the XT network. They were saying how fast it was going to be and gave a web site. I visited the site which took about 5 minutes to load! What kind of gross incompetents advertise fast networking then setup up a sluggish web site? More idiots!
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